WorksheetsTEXFORCEDAVAOWAVE1A
Total questions: 17
Worksheet time: 8mins
What are the four pillars?
Doing it with less effort, Deepening the relationship, Staying Longer, Making our customers happy
Deepening the relationship, Staying with Less effort, Making our customers happy, Never be transferred ever
Staying Longer, Deepening the relationship, Self service options, Making our customers happy
Doing it with less effort, Staying Longer, Making our customers happy, Deepening Knowledge
How many steps are there for the Path to Resolution
6
7
8
5
For the Greeting attributes, what is missing? Uncarrier, TEX branding, Sets the tone, ___________.
Genuine personalized response
Following customer's pace
Acknowleding customer's effort
Fun and Upbeat
What is the 5th step of the Path to Resolution?
Fix-It
Deepen the Relationship
Self-Help options
Determine the customer's needs
What are the 2 types of feedback?
Constructive and Appreciation feedback
Appreciative and Construction feedback
Constructive and Appreciative feedback
Appreciative and Comfortable feedback
What adjustment code would we use if the customer was charged international calls usage who is supposed to have ONE plus international?
ROAMCD
LDTCRD
HBLT
INTRMA
what adjustment code would we use if we are to adjust Restore/Reconnect fees at the charge level?
RESTR
NONE
GDWILL
RETEN
What metrics are part of the scorecard?
C&A, UP, FCR, Deacts
C&A, UP, CRT, AAL
Deacts, Accessories, UP, FCR
AAL, Deacts, UP, FCR
What does C.E.O. mean?
Company, Employee, Owner
Customer, Employee, Owner
Customer, Employer, Owner
Company, Employer, Owner
TRUE OR FALSE: All customers are eligible for an EPS.
TRUE
FALSE
TRUE or FALSE: EPS cannot be set for less than $400 or more than $2,000 before the 25% minimum payment has posted.
TRUE
FALSE
What is the percentage that you need to pay before you can set up the EPS?
20%
30%
25%
35%
When you are informing customers what TEX is all about, what is it called?
TEX recommendation
TEX values
TEX Branding
TEX information
How many attributes are under Fix-IT?
6
7
5
4
What is the name of your workbook?
TEX New Hire
TEX Rogue 1A
TEX Rogue One
TEX Rogue Care Learner
What is Jason Rivers' job title?
Training Business Manager, T-Mobile
Service Partner - Business Manager
Business Operations Manager, Global Care
Service Partner Site Director - T-Mobile
What is the document number for Extended Payment Schedule Support?
DOC-415676
DOC-415668
DOC-415678
DOC-415578
